CX Coach Manager and Strategist
Indiana, USA (Hybrid)
Salary Not AvailableEmployee
Posted 3 months ago
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Job Description
About Us:
At Bond, we create innovative solutions that strengthen brand loyalty and drive sustainable growth for our clients. As the CX Coach Manager and Strategist, you will play a critical role in shaping customer loyalty strategies by leading a team of consultants in a large-scale automotive in-store coaching/consulting program. You will leverage your retail or hospitality expertise, along with strong coaching, facilitation, and consulting skills, to help deliver impactful, industry-leading customer experiences. You will also work closely with the Operations Team to ensure smooth program execution and continued support for the CX Coaches/Consultant team.
Join a collaborative team that champions people-first practices, continuous learning, and program excellence. We are seeking a proactive problem-solver with a passion for people, cross-functional collaboration, and customer experience excellence within the automotive sector.
Note: This is not a remote position. The candidate must reside in Dearborn, Michigan or the surrounding area.
Consultant Support & Leadership
At Bond, we create innovative solutions that strengthen brand loyalty and drive sustainable growth for our clients. As the CX Coach Manager and Strategist, you will play a critical role in shaping customer loyalty strategies by leading a team of consultants in a large-scale automotive in-store coaching/consulting program. You will leverage your retail or hospitality expertise, along with strong coaching, facilitation, and consulting skills, to help deliver impactful, industry-leading customer experiences. You will also work closely with the Operations Team to ensure smooth program execution and continued support for the CX Coaches/Consultant team.
Join a collaborative team that champions people-first practices, continuous learning, and program excellence. We are seeking a proactive problem-solver with a passion for people, cross-functional collaboration, and customer experience excellence within the automotive sector.
Note: This is not a remote position. The candidate must reside in Dearborn, Michigan or the surrounding area.
- Based in Dearborn, Michigan or surrounding area
- Bachelor’s degree in Business, Management, Education, or related field; advanced certifications in consulting, coaching, or customer experience are an asset
- Automotive industry experience, with deep knowledge of CX best practices
- 10+ years in consulting, customer experience, coaching, or professional development
- Strong facilitation and adult-learning experience (virtual, hybrid, and in-person)
- Proven leadership in coaching, performance management, and instructional design
- Strong verbal and written communication skills for training, reporting, and presentations
- Analytical mindset with the ability to translate data into insights
- Proficiency in digital reporting and communication tools (Microsoft Office Suite, Zoom, Webex, etc.)
- Highly organized, with the ability to manage multiple tasks and competing deadlines
- Willing and available to work flexible hours and travel as required
Consultant Support & Leadership
- Support recruitment, onboarding, and training of Customer Experience Coaches/Consultants
- Provide ongoing weekly support and guidance to the team
- Foster a strong sense of community and alignment with program goals
- Address Consultant-related escalations in partnership with business leaders
- Conduct in-person performance observations with CX Coaches/Consultant Leads and Program Leads, including travel to stores and debriefs
- Co-develop and deliver engaging training content in collaboration with the CX Coaches/Consultant leadership, and Operations Team
- Facilitate in-person and virtual training sessions using participant-centered methods
- Lead continuous development through regular 1:1 and group sessions
- Organize ad-hoc learning events (Just-In-Time Virtual Trainings, Lunch & Learns, Office Hours)
- Conduct regular reviews and audits of consultant reports and Digital Action Plans
- Provide timely performance feedback and coaching, in alignment with program SLAs
- Monitor report quality, provide guidance on closing gaps, and ensure compliance with expectations
- Maintain consultant performance dashboards and ensure adherence to KPIs
- Analyze data to identify trends, insights, and improvement opportunities
- Prepare client-facing report summaries with relevant themes and insights
- Demonstrate consultant success and progress through regular reporting
- Provide ad-hoc support for program operations, as needed
- Participate in internal and client status meetings
- Share consultant updates, progress insights, and surface challenges in collaboration with the Operations Team
- Partner with business leaders on key initiatives and continuous program improvement
- Take ownership of consultant readiness, training quality, and communication
- Maintain timely updates of consultant reports, action plans, and follow-up documentation
- Contribute to the success of the overall Bond Coaching and Consulting Team
- Program-specific responsibilities for 2025 will be outlined upon onboarding
Bond Brand Loyalty
Bond is the customer-intelligence driven engagement company. We help brands build stronger bonds with their customers. With our very own Bond Intelligence at the heart of all we do, we used zero, first and third party data, proprietary frameworks, behavioural science and over 15+ years of expertise & global market research enhanced by Bond’s AI to create lasting growth for our clients.Our dedicated teams of experts across our CX,HX, Loyalty Advisory, Loyalty & Marketing Operations and loyalty technology work with brands at any part of their loyalty and engagement journey to build lasting growth and stronger loyalty with their customers. With our very own suite of AI enhanced tools, data and technology like our Synapze LX Loyalty Cloud and Synapze XI Intelligence layer we not only help to design, grow and build but we also have the technology that powers and enhances your systems. Based in Toronto Canada with offices in the United States, Canada and Europe, our global teams support our clients wherever they need us. Bond is the global leader when it comes to customer engagement and loyalty. For more information please visit us at BondBL.com or email us at info@BondBrandLoyalty.com
